EXCHANGE POLICY

  • As noted on our payment page at the time of purchase, we’re happy to offer exchanges, but we do not offer refunds at this time.
  • Exchanges are accepted within 30 days of purchase, and your item(s) must be unused and in the original condition.
  • All sale and Nantucket Stroll purchases are Final Sale.
  • Items not exchanged for other items will receive store credit.  Credit is usable online or at our Newburyport, Newport, and Nantucket locations. This credit never expires.
  • Discounts applied to original orders will only be applied to exchanges on equivalent product sizes or colors. Discounts will not be applied to any new or differing products.
Start an Exchange

PURCHASES FROM AUTHORIZED LOLA RETAILERS

  • Items purchased from an Authorized LOLA & Company® Retailer need to be processed through the retailer for exchange or credit. 
  • Damaged items purchased within 1 year with a valid receipt will be accepted by LOLA & Company®. If you do not have a receipt, please contact the retailer for next steps.
  • If the retailer has closed and proof of purchase cannot be verified, LOLA & Company® reserves the right to reject any submissions.
  • Please email storeservice@lolacompany.com to begin the replacement process.

 EXCHANGE F.A.Q.

I Can’t Locate My Receipt – I Am The Purchaser

If you have purchased from our website within the year you should have received an order confirmation email from us and a paper receipt with your package. On this email and receipt your order # will be listed. In the event that you cannot find any record of your order # we will be able to locate your order by purchaser name.

I Can’t Locate My Receipt – It Was A Gift

If a gift was purchased on your behalf within one year from our website and in the event that you have lost the paper gift receipt sent with your package we will be able to look up your order with the purchaser’s name.

Are Exchanges Free & How Should I Ship My Exchange To Lola?

You will be responsible for paying for your own shipping costs for exchanging your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing insurance on items. We can’t guarantee that we will receive your returned item. Once LOLA & Company® has received your exchange, please allow up to 7 days for your credit or exchange to be processed.

My Exchange Package Was Lost In The Mail – What Should I Do?

LOLA & Company® is not responsible for any lost merchandise being returned to us for an exchange. We highly recommend getting a tracking number, keeping your package receipt on hand for quick reference and purchasing insurance for merchandise. The customer will be responsible for any and all follow up with the shipping method used.

How Long Does It Take For Me To Receive My Exchange Or E-gift Card?

Once your item is returned and inspected, your exchange or credit will be processed within 5-7 days. E-Gift cards will be emailed to the email address noted on the sales receipt.

What Am I Not Able To Exchange?

All jewelry must remain unworn and in the original packaging. If an item has any wear & tear or scratches prior to or during transit, it will not be accepted.

I RECEIVED THE WRONG ITEM ON MY ORDER, WHAT SHOULD I DO?

We are so sorry for the inconvenience! Please follow the instructions in our exchanges portal for order correction. Please Click Here

PRODUCT WARRANTY

LOLA & Company® warrants all jewelry against defects in materials and workmanship under ordinary consumer use for a period of ONE (1) YEAR from the date of original retail purchase with proof of purchase. 

Not included in this warranty are normal wear & tear, accidental breakage or damage, and tarnishing.

LOLA & Company® will, at its option, to the extent permitted by law, either repair the product at LOLA & Company®'s expense, or replace the product with a new product that is equivalent to the product that is to be replaced.

WARRANTY FORM